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2nd Line Service Desk Engineer



£0 - £0 Per Annum

Chesterfield, Derbyshire


Permanent | Full Time




Andy File Associates Limited are working as a Recruitment Agency on behalf of our client with regards this permanent position

Reports to: Service Desk Manager


This position will provide technical support to customers within a service desk environment mainly managed by remote access however on-site visits may be required. A good technical knowledge is essential to provide an escalation point to 1st Line and ensure incidents and problems are dealt with quickly and efficiently. A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.


* Provide 2nd Line service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers

* Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes

* Triage and resolve incidents to stringent customer defined SLA’s

* Drive service improvement within the service desk to improve first time fix resolution times

* Communicate clearly, effectively and in a timely manner with all customers

* Create and maintain accurate documentation within the centralised management database

* Provide any on-site support to resolve customer service outages as required to meet SLA’s

* Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring of 1st line support


* Minimum Level 3 IT qualification and 2 years’ experience in a 1st or 2nd Line role within a service desk environment

* Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus

* Cloud hosted O365 skills required

* MS Exchange and Outlook management skills required

* Knowledge of data backups and schedules including VEAAM and Cloud hosted services

* Demonstrated PC hardware/software trouble-shooting skills

* Excellent team player with proven mentoring capabilities

* Excellent communication and interpersonal skills; professional telephone demeanour

* Strong customer service skills and attention to detail

* ITIL knowledge preferred or certification would be desirable

* Patience, ability to work under pressure and good organisational skills

* The ability and desire to develop the role and make it your own

* Committed to achieve company’s vision